1. Call Center Agent Support Tools
Kochar Infotech as a call center is driven by a rich set of in house software development tools at the disposal of call center executives . The tools are used by call center executives for enhancing
- Productivity
- Better Customer experience
- Service Delivery with quality
Among the pool of Agent support tools , following are a few useful utilities being used by 1000+ agents simultaneously everyday for enhanced customer experience
Pro Active Knowledge Base
This proactively prompts an executive what is required to be done for customer’s query with out wandering and surfing various sites. Also the knowledge base is equipped with all commonly used and available handsets in the market with all the handset features which are necessary for Data Services Support.
Simulators
These tools enable technical support personnel to walk the user through identifying features and modifying settings information for a rich set of mobile phone sets and provider services. Application contains multimedia based trouble-shooting data, service commands from service provider, along with operations ticket management reporting functions. Information organized and quickly accessible based on mobile brand and model as well as categories of feature and settings from service provider. Information presented using a rich set of model images, colour and graphics highlighting for quick access and no pain trouble-shooting for the agents. The eCRM application uses this module extensively to provide general trouble-shooting guidance to technical support agents alongwith the ticket management module
OTA Solutions
We have in house OTA Solution which can be used across all TELCO’s. The same has been used in the past for one of the largest TELCO’s which helped reduction of their cost.
Virtual Operating System
Simulated OS solutions built in house helps in go through different OS and OS product real time. A call center executive simply goes through the user friendly Virtual OS to have a snapshot of Customer’s problem in the first go.
2. CRM Solutions
K-CRM is a web based application specifically made for contact centers giving technical support for mobile data services. The GUI is very user friendly and simple to use. The same application can be viewed on mobile phones & PDA's with internet capability which makes it accessible from remote locations. The same can be used by field support guys to keep customer interaction track.
Detailed Feature List:
- CLI/CTI Integrated
This powerful feature streamlines inbound and outbound call handling for any call center. This feature includes automatic display of caller's details (ANI) and full phone controls on agent's screen.
- Auto escalation process
This Feature enables any service request to auto escalate to next level after a predefined customizable TAT until it is closed. No manual intervention is required.
- Customer History
This feature helps in tracking all past interactions of the customer with the contact centre.
- Customer profiling
This features helps in recording the customer profile by mapping customer's handset brand/model, connection type, Operating System, connectivity media, location etc. This data can be used in analyzing support demands for a specific set of customers.
- Real Time Repeat Call Alert system
This special feature alerts the agent about repeat calls. A Real time repeat display is provided to supervisors which help in resolving repeat calls in real time. Low repeat call at contact centre is a major call driver of customer satisfaction and low customer support cost
- Extensive customized reports
This feature enables supervisors to generate customized reports on any of the variables like handset brand model, service, agent, location, time etc.
- Excel exportable reports
All reports are excel exportable.
- Integrated knowledgebase
A comprehensive knowledge base is integrated with it which give test based as well as visual details about handset configurations, error resolutions, Software installations, handset compatibilities, etc.
- Automated Process flow
This feature helps in auto assigning of particular orders to a specific department. It helps is correct routing of orders.
- Aux Management
This feature helps in tracking off call reasons of agents and can help in stopping leakages in the system.
- Integrated SMS gateway
This feature helps in delivering instant SMS to customers just after they have completed the interaction at the contact centre asking about the quality of resolution and interaction they had at the contact centre. This gives an idea of customer satisfaction index of the contact centre.
- Multiple level access control
This facility enables access control of different modules for different levels i.e. Admin reports can't be accessed by agents.
- Scroller Message Management
This help in conveying any kind on instant information/update to all logged in agents at the contact centre simultaneously. It runs at top as well as the bottom part of CRM windows.
- Issue resolution automatic popup
This special feature helps agents in resolving the issues in a better way as automatic popup are displayed on agent screen in reference to issue on which he/she giving the support. It helps in giving instant resolution as well as helps in increasing FCR %.
- Order Wise AHT tracking
This special Feature helps in tracking order wise AHT i.e. it records AHT for every type of order. This information can be used by training team department as well as for optimizing efficienc.
3. Mobile Devices Management Solutions
Mobile Device Management Solution which is a step forward in providing a prompt solution to Customer Problems with minimum turn around time. With the first contact of Customer , 2 way contact is established by means of a rectifying executable which keeps on rectifying the settings on Customer’s Handset. Another set of features include.
- Self-help:
Tool comes to rescue of customer when it comes to password reset or recovery, optional package download, and data restoration from backup.
- Diagnostics:
MDMS acts as a great diagnostics tool by providing not just intended settings but real-time status and health information which includes memory status, battery status, network connectivity etc.
- Remote control: MDMS include remote-control features that let support staff interact with an off-site handheld in real time. Executives can have a walk through of the faulty systems instantly.
- Activity reports:
A well defined reporting tool helps in tracking the turnaround times, Customer’s handset performance and frequency of faults.
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